Zendesk is a software platform designed to help businesses effectively manage their interactions with customers. It offers ticketing, live chat, knowledge base, and analysis tools to centralize customer requests, automate processes, and gain valuable insights to enhance the customer experience.
The integration of calls into Zendesk allows you to:
Make/receive calls from the Ringover dialer integrated within the Zendesk window
Sync your Zendesk contacts with your Ringover address book
Calls, SMS, and WhatsApp messages appear as tickets (with notes, tags, recordings, and transcription)
Contextual window for your contacts
Clickable CRM fields in the Dialer
Prerequisites:
You must have a Ringover Business or Advanced account to benefit from this integration 💳
The integration must be performed by an administrative or technical account in Ringover 👨💼
- L'intégration doit se faire avec compte administrateur de Zendesk.
Notes: Zendesk’s “Talk Partner Edition” option is recommended for an optimal Ringover integration: it allows you to be redirected to a user/ticket when a call is answered and improves display of call logs and recordings ⏺️ (voicemail, conversations)
Step 1: Activation
💻 Go to Dashboard>Store>Integration.
Search for "Zendesk" and click on "Activate",
- Enter your Zendesk login credentials,
Step 2: Configure your Zendesk Integration
Customize the behavior of the integration based on your requirements through the settings. To do this, go back to Dashboard>Store>Integration and click on 'Configure' next to Zendesk.
For more information on the configuration, check out our dedicated section "How to configure your tool?"
There you go, your integration is all sorted!🎉
“Calls taken into account”: Allows you to define what type of calls will be logged in the CRM.
“Numbers concerned”: Allows you to define the Ringover numbers to be included in the integration.
“Internal calls taken into account”: Allows you to also log calls between Ringover users on your team.
“Creation of a contact page when”: Allows you to decide whether or not Ringover creates a new contact in the CRM for incoming or outgoing calls. New contacts will be labeled “New Ringover contact” so you will then have to rename them in the CRM.
“Contact synchronisation”: Allows you to access your Zendesk contacts in Ringover.
“Text ticket tag”: Allows you to assign a tag to a ticket created by Ringover from a text message log.
“Call ticket tag”: Allows you to assign a tag to a ticket created by Ringover from a call log.
“Status of ticket created”: Allows you to choose what type of ticket will be created according to type of call.
“Talk Partner Edition”: Allows activation of Talk Partner Edition features (Zendesk option).
“Content display”: available only with Talk Partner Edition, allows you to be redirected to a ticket or client file once a call has ended.
“Voice comment”: available only with Talk Partner Edition, allows display of call logs and recordings (voicemail, conversations).
“Text contact creation”: Allows you to decide whether or not Ringover creates a new contact in the CRM when a text message is sent or received. New contacts will be labeled “New Ringover contact” so you will then have to rename them in the CRM.
"Continuous text ticket": If a ticket is already open for the same contact, the text message log will be created in the existing ticket.
"Continuous call ticket": If a ticket is already open for the same contact, the call log will be created in the existing ticket.
Step 3 (Optional): Install the Ringover dialer in Zendesk
In addition to the Ringover integration, you can install the Ringover dialer directly in the Zendesk interface from the Zendesk Marketplace.
Once installed, the dialer appears in your Zendesk workspace and allows you to:
- Make and receive calls without leaving Zendesk.
- Send and receive SMS messages using your Ringover number.
- Automatically access your contact information.
- Take advantage of Ringover integration features directly within Zendesk.
➡️ Install the Ringover dialer from the Zendesk Marketplace:
https://www.zendesk.com/marketplace/apps/support/154876/ringover/
Note: Installing the dialer requires Zendesk administrator permissions. After installation, each user simply needs to sign in with their Ringover account to use the dialer. If the email addresses used for Ringover and Zendesk are the same, the application will automatically be available to the other users in your team.